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Danny Koss

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Recent activity by Danny Koss Recent activity Votes
  • View social media profile details in Zendesk

    We're considering Zendesk for our social media support operations. In our testing, there doesn't seem to be native functionality to view a social user's profile information (tweets, follower count,...

  • Require login based on form ID

    Answered

    I'm looking for a way to require login authentication based on the form ID that is selected by an anoymous user. The configuration in Zendesk support to require login for end-users is a bit too hea...

  • Business Rules & Custom Text Fields

    Is there anyway to create a trigger which fires any time a custom text field is added and/or changed from its current value? When creating a trigger that has a custom text field in the conditions, ...

  • Search: Prevent search inputs from including "@" character

    Our users occasionally input their email address into the search box, thinking they may be able to access their account information.  Because Zendesk converts the search into a string, records of t...

  • Reporting on Tags Applied By Agents

    Answered

    I'm looking to construct a query to report on specific tags applied to a ticket by an agent. In our support environment, agents use specific macros to escalate a request to another team. When these...

  • Explore: Default Filter

    Answered

    Is it possible to apply a default set of filters when a dashboard is first loaded?  Filters seem to be unapplied initially, making it difficult and time-consuming to manipulate data.

  • Calculate Last Group Assignment to Resolution Time

    When tickets are escalated in our org, they are traditionally assigned to a group before being picked up by an agent. Is there a way to calculate the time between the last group assignment and the ...

  • Talk - Forward to external number during certain hours

    We have an answering service that handles early morning calls (3a - 5a). Once our team arrives in the morning, they begin picking up calls. To get around this, I've attempted the following: OVERF...